IT Service Desk Technician Level 2

GR8 Affinity BPO, Inc.; Philippines; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Flexible work arrangements

Volunteer time off

Health and wellness programs

Job summary

GR8 Affinity BPO, Inc. in Manila, Philippines, seeks an IT Help Desk professional to deliver firmwide IT support both remote and onsite, addressing requests, triage, and escalation.

The role covers managing the ticketing system, Tier 2 escalation, coordinating scheduling, supporting hardware and software, and collaborating with the US and PH teams. Applicants should have a Bachelor's in IT, 1–3 years' experience, CompTIA A+/Network+ preferred, and strong English communication; travel within the

Qualifications

• Bachelor's degree in Information Systems, Information Technology, or equivalent professional experience.
• 1–3 years of experience providing help desk or technical support.
• CompTIA A+, Network+ or equivalent certification preferred.
• Proficient with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS mobile devices.
• Excellent verbal and written communication skills in English; experience supporting associates in a multinational environment is preferred.

Responsibilities

• Deliver firmwide IT support services both remote and onsite in Manila, troubleshooting and resolving service requests and incidents.
• Manage the ticketing system: create, update, document, assign, escalate and close requests in line with SLAs.
• Provide Tier 2 escalation support for the first response team, including triage and outage tracking.
• Coordinate daily scheduling to maintain service desk coverage and timely responses.
• Support and maintain end-user hardware and peripherals (laptops, desktops, monitors, docking stations, printers, etc.).
• Assist infrastructure with network equipment maintenance and troubleshooting; firewall knowledge is a plus.

Skills

Help desk experience

English communication

Team collaboration

Education

Bachelor's degree in Information Systems/Information Technology

Tools

Windows 11

Microsoft 365

Zoom

Mobile devices (Android/iOS)

Job description

Overview

GR8 Global is a firm forged by an affinity of top 100 accounting firms in the United States with the objective of coming together and redefining the workplace while providing additional value to our partners. We believe that there is a huge pool of talent outside of the US. Our mission is to bring together the best talent and match them with excellent work opportunities based on their core competencies, skill sets, and overall experience and exposure in the different areas of audit, accounting, and similar financial-related areas. We prioritize creating a positive and inclusive workplace culture where all talents are valued and developed.

Your Passion. Your Purpose.

If you're here, you're looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm's success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.

No matter where you want to go in your career, Rehmann can help you get there. Whether you're in the early stages of your professional journey or you're further down your path, we're focused on helping you achieve your goals - whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose.

To learn more about Rehmann, visit: https://www.rehmann.com/careers/

Responsibilities

Job Summary:

Responsible for delivering firmwide IT support services both remote and onsite in our office in Manila, Philippines. This includes intake, triage, troubleshooting, and resolution of service requests and incidents as well as serving as the first level of escalation for technical issues, determining impact and urgency through initial assessment and advanced troubleshooting.

How You'll Make an Impact:

• Manage the ticketing system by creating, updating, documenting, assigning, escalating, and closing service requests and incidents in accordance with required SLAs.


• Provide Tier 2 escalation support for the first response team, including triage, troubleshooting, outage tracking, and appropriate communication for office, application, or firmwide issues.


• Coordinate daily scheduling to help maintain service desk coverage and timely response to support needs.


• Coordinate vendor escalations under existing support contracts, including tracking service level compliance and documenting vendor-provided solutions.


• Support and maintain firmwide end-user hardware and peripherals, including laptops, desktops, monitors, docking stations, scanners, printers, headsets, and related equipment.


• Support associates located in the Philippines and United States, ensuring a consistent technology experience across global offices and remote work environments.


• Support office-specific, firmwide, and remote applications, serving as a first level of escalation for software systems and as a subject matter resource for select hardware and technology platforms.


• Assist the infrastructure team with network equipment maintenance and troubleshooting; networking knowledge is required, and firewall experience is a plus.


• Manage mid-level projects by coordinating team meetings, providing input and recommendations, and supporting issue resolution.


• Oversee IT asset management, including equipment deployment and recovery, asset assignment, location tracking, disposal, inventory updates, and ensuring Level 1 technicians maintain accurate records.

Qualifications

Your Desired Skills, Knowledge and Abilities:

• Bachelor's degree in Information Systems, Information Technology, or equivalent professional experience.


• 1-3 years of experience providing help desk or technical support.


• CompTIA A+, Network+, or equivalent certification preferred.


• Proficient with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS mobile devices.


• Excellent verbal and written communication skills in English. Experience supporting associates in a multinational environment is preferred


• Occasional travel within the Philippines and limited international travel may be required.


• Ability to lift, carry, and transport moderately heavy equipment, including computers and peripherals.


• Ability to ask clear, targeted questions to understand issues, gather relevant details, and drive tasks to completion.


• Strong English comprehension and problem-solving skills, including the ability to interpret technical information, document findings, and communicate next steps effectively.


• Ability to explain technical concepts clearly to non-technical audiences.

• Demonstrates awareness of end-user time constraints, business priorities, and deadlines while providing timely and professional support.

• Experienced in supporting peripherals such as headsets, cameras, docking stations, and conference room equipment.


• Demonstrates ethical behavior, critical thinking, accountability and sound judgement in making decisions in accordance with professional standards.


• Demonstrates professional image, maturity, self-confidence and positive attitude.

We Put People First in all that we do. Our associates are our greatest assets and we provide programs and benefits that encourage growth and development and align with their needs and goals. This includes benefits focused on physical and mental health, paid time off for volunteering and diversity-related activities, flexible work arrangements, and more.

When you join Rehmann, you become part of a firm dedicated to helping Empower Your Purpose, whatever it may be.

Rehmann is an Equal Opportunity Employer.